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Electric cooperatives earn top scores for member satisfaction

May 21, 2015

(ARLINGTON, VA) — Members of not-for-profit electric cooperatives are more satisfied with their utility services than customers of investor-owned (IOU) or municipal utilities, according to the 2015 American Customer Satisfaction Index (ACSI).

Touchstone Energy® cooperatives have consistently held the top ACSI ranking, receiving a score of 80 this year. IOUs and municipals scored 74 and 73 respectively.

By comparison, Kenergy earned a score of 81 in 2014.

Across all 43 industries measured by the ACSI, electric co-ops have the 10th highest customer satisfaction score.

“Cooperatives work hard to put consumer-members first, and the success of the co-op approach is reflected in these scores,” said National Rural Electric Cooperative Association CEO Jo Ann Emerson. “Co-ops are member-owned, which makes them especially involved in their communities and dedicated to the satisfaction of their members.”

The ACSI establishes satisfaction benchmarks by surveying U.S. residents about their energy utilities, including residential experiences with reliability and restoration services.

Touchstone Energy® is a national alliance of 750 local, consumer-owned electric cooperatives providing high standards of service to members large and small.

The National Rural Electric Cooperative Association is the national service organization that represents the nation’s more than 900 private, not-for-profit, consumer-owned electric cooperatives, which provide service to 42 million people in 47 states.